Salary: $20.00 - $22.00 Hourly

The YMCA of Greater New York is here for all New Yorkers — to empower youth, improve health, and strengthen community. Founded in 1852, today the Y serves a diverse population of more than half a million New Yorkers who learn, grow, and thrive through programs and services at our 24 branches. Community is the cornerstone of the Y. Together, we connect active, engaged New Yorkers to build stronger communities.

To help fulfill our mission, we cultivate a culture of learning, leading, and collaboration to enhance community impact. Through our talented staff and “LEAP” career framework (Leadership, Empowerment, Accountability, Personal Growth), we are committed to a people-first approach that fosters trust, inclusion, growth, and development for all. 

The Greenpoint YMCA is seeking a Member Experience Representative/Fire & Life Safety Director (FSD) who will provide a positive experience, in person and by telephone, to all YMCA constituents. They will provide a high-quality member experience by building relationships in order to meet the needs of our constituents. In addition, the Member Experience Representative/FSD will efficiently and accurately process all transactions, including facility access, memberships, and program registrations. They will also ensure a clean, safe, secure, and customer-friendly facility for all guests, members, and employees. They will represent the executive staff during specific hours, and determine, execute, deliver, and follow up on all directives related to customer service, operations, personnel, and emergencies.

Key Responsibilities:

Build and engage our community

• Enthusiastically greet and welcome everyone who enters the Branch with a smile as quickly as possible (staff says hello first!).

• Provide a positive experience with every interaction in person and over the telephone.

• Answer the telephone in a friendly and inviting manner, using the standard YMCA greeting.

• Offer all guests and prospective members a tour of the facility.

• De-escalate difficult situations according to Y standards and utilize the 4 A’s (Apologize, Ask, Acknowledge, Act).

• Converse with any member who is considering canceling their membership, in order to provide information to the Director.

• Make valuable use of any downtime by working on additional assignments.
   

Represent the Y brand in a professional manner

• Arrive promptly for each scheduled shift with a positive attitude and high energy level.

• Wear your staff uniform and visible name tag.

• Use professional communication to engage all YMCA constituents.

• Always conduct yourself as a team player and support co-workers and all staff in speech and actions.

• Conduct yourself in accordance with the YMCA values of caring, honesty, respect, and responsibility.
   

Invest in your development

• Successfully complete training on our customer management software within thirty (30) days of employment.

• Take initiative in your personal and professional development by taking advantage of the formal and informal opportunities the Y offers.

• Attend any relevant training that is assigned by the Director.
   

Provide excellent service 

• To ensure safety and security for all, scan all members and program participants into the facility access system, and ensure a photo is on file for every member. 

• Answer telephone inquiries and collect callers' contact information in order to be able to follow up with prospective members and program participants.

• Transfer membership inquiries to the Director when appropriate.

• Process program registrations with a focus on program engagement and provide necessary information.

• Be knowledgeable about all facility and program offerings in order to provide information to members and prospective members.

• Accurately process all transactions, including memberships, program registrations, facility access, and guest/resident room reservations, if applicable.

• Reconcile end-of-shift reports for accurate cash handling.

• Take adequate time with each constituent (do not rush).

• Efficiently process guest passes in accordance with guest pass policies.

• Pass along important information that occurred during your shift to the Director.
   

Fire & Life Safety Director responsibilities

• Address all customer service challenges related to security operations. Document all reported incidents and abnormalities to the Properties Director/Building Manager for follow-up.

• Train building employees, members, and guests on fire prevention and evacuation procedures.

• Ensure the safety and security of all guests, members, and employees, as well as protecting the assets (physical, monetary, and reputation) of the YMCA.

• In the event of an actual emergency, act as liaison between first responders and the YMCA Branch operation. Such emergency conditions may include fire, police, and emergency medical response teams.

• Maintain knowledge (through communication with Centers and training) of all center events and conditions related to their operations.

• Perform all assignments from Branch management related to facility operations, special events, etc.
   

Desired Skills & Experience:

• High School Diploma or equivalent required. Coursework toward a Bachelor’s Degree preferred.

• Three (3) to five (5) years of customer service experience

• Fire Safety Directors Certificate.

• Must be CPR and AED qualified.

• Working Knowledge of branch operations.

• Strong interpersonal skills with the ability to quickly build rapport and credibility.

• Entrepreneurial spirit with the willingness to support team members by covering additional shifts at times.

• Ability to work in a fast-paced environment and deal with pressure.

• Excellent service skills and solution-oriented.

• Computer literate; Knowledge of Microsoft Office.
   

Benefits:
The YMCA of Greater New York offers a variety of benefits to its staff members, including retirement benefits, medical benefits, paid time off, free YMCA membership, and more! Benefit eligibility is determined by an individual’s employment status (i.e., full-time or part-time), tenure, and/or the number of hours scheduled to work. Click here for more information.

How to Apply:
If you would like to be a member of our dynamic team, please complete our online application and submit your résumé and a thoughtful cover letter that explains your interest in the role and our organization.

If you are a current YMCA employee, please submit your application through the Internal Career Site in Cornerstone.